3 days old

Call Center Support Lead Technician - Minnetonka, MN - 918184

Minnetonka, MN 55345
  • Job Code
    918184

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)

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Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution.

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Primary Responsibilities:

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  • Investigate escalated tickets from peers or management to work with user to resolve the issue
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  • Document resolutions in knowledge base
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  • Participate in team projects / initiatives
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  • Perform security restricted or complex processes
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  • Coordinate cross functional resources to resolve problems
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  • Detect and remediate high impact issues / Communicate high impact issue discoveries and solutions
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  • Develop and manage relationships with support personnel and third level support teams
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  • Review tickets for quality issues
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  • Identify opportunities for training and participate in training technicians / mentorship
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  • Review knowledge base and training materials
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  • Monitor work queues for the following, and remediate:""
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    • Mis-routed tickets
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    • Trending issues
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    • Reopened issues
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    • Multi-hop tickets
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    • Rapid closure incidents (opportunities for automation)
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    • Techs with high transfer and return rates or abandon rates
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    • Tickets with high effort; proactively engage
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    • Tickets without knowledge IDs
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    • Tickets returned from 3rd level
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  • Streamline non-technical tasks, identifying process improvements or opportunities for automation
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  • Resume and participate in a regular cross functional SME meeting
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  • Create central repository for SME findings
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  • Testing new technologies
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You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

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Required Qualifications:

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  • High School Diploma or GED Equivalent
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  • 5+ years of experience in a Call Center environment or equivalent
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  • 6+ years of experience in Call Center and Communication support (preferably in a Service Desk) with experience supporting from a level 1 to 2 perspective.
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  • 5+ years of experience with Cisco Systems Platform (Call Manager, Unity)
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  • 6+ years of experience with Contact Center and Communication technologies, inbound/outbound, multichannel, chat, video, collaboration tools
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  • Solid foundational knowledge of Telecommunications Carrier Industry, and general understanding of POTS lines, ISPs, VPNs, 800 number services, IVR call routing.
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  • Experience with remote control software
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  • Experience Developing Knowledge articles and keeping existing articles up to date.
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  • Experience collaborating with other Work Groups, next levels of support, vendors, and product owners, representing your team in area of expertise.
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  • Experience as a Subject Matter Expert (SME), assisting with SME break fix Incidents, Training, Teaching and Coaching new techs, experience in war rooms
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  • Experience in building support model of new products within your expertise
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  • You will be asked to perform this role in an office setting or other company location
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  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas, In addition, employees must comply with any state and local masking orders.
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Preferred Qualifications:

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  • Experience with Contact Center technologies that includes Avaya Site Administration, Avaya Communication Manager
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  • Experience with any of the Genesys Call Center Suite of technologies, GeneSys Cloud, PureConnect, Engage
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  • Experience with Communication collaboration applications, Cisco Webex, Cisco Jabber, Cisco IM/Presence, MicroSoft Office 365 Teams
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  • Support experience with work at home/remote employees, rudimentary understanding of VPN, ISP, and Internet connectivity
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  • Work on projects, vendors, testing, next level team
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  • Ability to work in a high paced environment and can adapt to various situations, prioritizing multiple work assignments appropriately.
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  • Able to work on items with new technology, with little introduction, training (self-starter)
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  • Strong service delivery skills with exceptional customer focus
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UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

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You can learn more about all we are doing to fight COVID-19 and support impacted communities: click here.

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"Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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"UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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Job Keywords: Optum, Optum Technology, call center, call support, Technical Support, Minnetonka, MN, #RPO

Categories

Posted: 2021-04-06 Expires: 2021-05-06

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Call Center Support Lead Technician - Minnetonka, MN - 918184

UnitedHealth Group
Minnetonka, MN 55345

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